ServiceNow and Qualtrics (a subsidiary of SAP) will combine their technologies to optimize IT support and customer service management. The two partners will jointly develop solutions that can create a “feedback loop” that will enable the company to gradually improve the workflow of IT support and customer service agents. The two vendors promised in their press releases: “Organizations will be able to integrate Qualtrics experience data into the workspace of ServiceNow agents to visualize performance, discover key drivers of service satisfaction, and easily take action based on this information.”
The first solution “IT Experience Management” will allow companies to link their operational and IT service delivery data to employee feedback on these service experiences. The second solution, “Experiential Customer Service”, will be used to “automatically trigger workflows based on reviews, discover customer satisfaction factors, increase service costs, and increase content effectiveness”, emphasizing ServiceNow and Qualtrics.
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